As we continue to practice social distancing in our stores, we can’t help but feel that Lush has been missing its personal touch. Brightening someone’s day, helping them make their first Lush purchase (or even their 100th ) is something Lush store staff have always loved doing.
And our stores are working to get back up and running—with some still shut for now, others offering contactless pickup of online orders and a few allowing limited in-store shopping. Needless to say, however, the classic hands-on Lush experience has been put on pause for everyone’s health and well-being.
That’s why we set up virtual consultations to bring that joy back into both your lives and ours.
We know that we have some of the best customers around, and we’ve been told by plenty of customers over the years that the friendly shop staff are one of the reasons they love coming to Lush. Whether it’s a customer seeking a skincare or haircare consultation, a product demonstration, a relaxing arm massage, a complimentary sample or even just a thoughtful conversation, these small moments of connection in a judgment-free, inclusive space are what set us apart.
So when Lush made the difficult decision to temporarily close or reduce traffic in all our shops across North America in response to the Covid-19 global pandemic, figuring out how to meet our customers’ needs and stay connected was a top priority. Hence, the launch of virtual consultations.
How online consultations work
This new online service provides customers with the opportunity to speak one-on-one with a member of our shop staff who will personally offer their expertise and tailored product recommendations while allowing customers to stay in the safety and comfort of their homes.
It’s so easy to book a 30-minute appointment on the website and customers can choose the day and time that’s most convenient for them. The shop staff member facilitating the consultation also has the ability to send their customer a personalized email after each appointment, which recaps the interaction and lists product recommendations. This way, customers can simply sit back and relax without having to jot anything down or worry about forgetting a step in their new routine.
From the consultations we’ve done so far, our Lushies tell us that they’ve loved connecting with people all around the country, in different time zones and regions. It reinforces the sense that there’s a real community and sense of solidarity as we share a similar experience, even though we’re far apart.
And sometimes these regional differences mean that we’re consulting with customers in a brand new way, suggesting products based on where customers live to help tackle issues like soft or hard water and how they impact their skin and hair differently. Also consulting people on the way their daily routines may have changed while staying home has inevitably impacted their personal care routines as well—some in simple ways, while others want to undergo a complete overhaul.
Skincare and haircare are the two most popular ranges we are asked about. Fluctuating stress levels, changes in diet, more time spent with kids or choosing to take on new hobbies and activities at home are the most common reasons to need new routines.
Focusing on self-care and relaxation is also a major theme and motivation behind needing help finding the right Lush products to feel perfectly pampered at home. Undoubtedly, there is nothing like treating yourself to a fresh Lush haul to banish the quarantine blues.
These consultations may have started as a way to bridge the gap while our stores were shut, but it’s become a brand new way to connect with Lushies from all over, even those who normally shop online because they don’t have a close local store. And we’re keen to keep them going, even as we get back to our new normal.